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Johanna Noreila, Leidenschaft // How company culture drives transformation
1.
How company culture drives transformation - Case Solita 25.4.2018 Johanna Noreila @johannanoreila
2.
What’s up with
Finnish working life?
3.
©2018 Leidenschaft Oy Engagement of the workforce Engaged Disengaged Actively- disengaged 12 % 76 % 12 % Source: Gallup Q12
4.
©2018 Leidenschaft Oy What we get
is this… Your opinion is important to us. Please, give us feedback
5.
©2018 Leidenschaft Oy … or this… VR Customer Service: How may
I help you? Customer: Hi! We are looking for a car- carrier train to Lapland for Xmas. VR Customer Service: By all means ;) Hope you’ll find one!
6.
©2018 Leidenschaft Oy …or this!
7.
©2018 Leidenschaft Oy It’s not because
I’m lazy, nor because I don’t know how to. I just don’t care.
8.
©2018 Leidenschaft Oy And this is what is offer as a solution…
9.
©2018 Leidenschaft Oy … or this.
10.
©2018 Leidenschaft Oy The answer might
be closer than we think
11.
©2018 Leidenschaft Oy It all begins with leadership and culture!
12.
©2018 Leidenschaft Oy Company culture is what happens when nobody’s watching. - William Wolfram, DealDash
13.
©2018 Leidenschaft Oy What should we talk about? 4. CX is the most important factor affecting customer loyalty. 3. The only way to create desired CX is to design & offer EX which makes employees want to deliver wanted CX. 2. Correctly designed company culture is the best tool to produce the desired EX After: Heskett, Jones, Loveman, Sasser and Schlesinger (1994) Employee Insight Company culture Employee experience Customer experience 1. Desired culture can only be designed, if company understands what the most meaningful factors for its employees are
14.
©2018 Leidenschaft Oy Leidenschaft’s context: Building company culture Helps organization to reach it’s goals Prevents organization from reaching its goals ConsciousUnconscious Identify & understand1 Design to support2 Live & lead the culture3
15.
Case Solita So, you want transformation? Here you
go!
16.
©2018 Leidenschaft Oy
17.
We are the driving
force
18.
The world is
built on common intelligence of people and machines
19.
Change for Solita
20.
21.
©2018 Leidenschaft Oy
22.
Using service design in change and culture management
23.
©2018 Leidenschaft Oy
24.
©2018 Leidenschaft Oy
25.
©2018 Leidenschaft Oy
26.
©2018 Leidenschaft Oy
27.
Results
28.
©2018 Leidenschaft Oy Results • DD+Siqni: • EVP •
Current culture • Values are true
29.
The future
30.
©2018 Leidenschaft Oy Results at the moment
31.
To sum up
32.
©2018 Leidenschaft Oy Company culture drives Solita • Big
transformations shake the organization every time – you need a solid ground and culture to support it. • Every time there’s a new change, we have the understanding to support us in tackeling situations and developing further. • The real magic happens in the everyday life – from understanding to quick testing, open interaction and continuos improvement. • Service design thinking and tools have given us a solid ground to lead transformation and culture in a better way.
33.
Intohimolla! Johanna Noreila +358503737007 johanna@leidenschaft.fi / johanna.noreila@solita.fi @JohannaNoreila
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